Technical Customer Support Manager

Spacetalk is an ASX-listed technology company building connected devices and platforms designed to keep families safe and connected. Our products sit at the intersection of hardware, mobile networks and software, supporting children and families across Australia, New Zealand, Europe and the UK.

We are in an important phase of growth and platform evolution, with a renewed focus on customer trust, operational excellence and product reliability.

About the Role

We are looking for a Technical Customer Support Manager (2IC) to play a critical role in strengthening customer outcomes across our global support operation.

This role sits just below the Director of Customer Support and acts as the owner of complex, escalated customer issues, ensuring they are diagnosed accurately, resolved properly, and translated clearly between Customer Support, Engineering and Product.

The focus of this role is not technology for its own sake. It is about clear customer outcomes, safety, trust and confidence, especially when issues are complex, sensitive or high-risk.

You will be the escalation point for Tier 2 and Tier 3 issues, a hands-on Intercom specialist, and a trusted partner to Engineering, Product and Complaints.

About You

You are calm under pressure, highly structured, and deeply customer-oriented.

You enjoy solving hard problems, but you care just as much about how solutions are communicated to customers and frontline teams as you do about the technical fix itself.

You are comfortable operating at the intersection of support, engineering and product, and you bring sound judgement when handling sensitive situations such as escalated complaints or customer safety matters.

Key Accountabilities

• Own Tier 2 and Tier 3 escalations across complex app, device, SIM and platform issues
• Act as the operational escalation owner prior to executive, regulatory or legal involvement
• Validate engineering fixes before they are communicated to customers
• Translate technical outcomes into clear, customer-friendly guidance, macros and Help Centre content
• Act as the technical and operational escalation owner for complaints, including TIO matters
• Support safe handling of customer-safety-flagged cases, including Domestic Violence scenarios, in line with approved policies
• Partner closely with Engineering and Product to improve issue triage, prioritisation and post-fix communication
• Maintain technical accuracy across Intercom workflows, automation, macros and AI-assisted responses
• Support Cebu and onshore teams by reducing unnecessary escalations and lifting first-time resolution

Key Skills & Experience

Essential

• 5+ years experience in technical customer support, CX operations or production support
• Strong ability to resolve complex customer issues in mobile, telco, wearable or platform environments
• Hands-on experience with Intercom or similar support platforms
• Proven ability to translate technical detail into clear, customer-friendly language
• Experience working closely with Engineering and Product teams
• High judgement and care when handling escalated or safety-sensitive customer cases

Desirable

• Experience in IoT, wearable technology, mobile networks or subscription platforms
• Familiarity with regulatory or complaints environments (eg. TIO)
• Experience coaching or enabling offshore support teams
• Exposure to AI-assisted support or automation tooling

• ASX-listed business with strong foundations and significant growth potential

• Opportunity to participate in Spacetalk’s Employee Share Option Plan (ESOP)
• High-impact role with genuine influence across Support, Engineering and Product
• Startup-style environment with real autonomy and accountability
• Flexible working arrangements (Australia preferred)
• Work on products that directly support family safety and wellbeing

Why Join Us?

This is a rare opportunity to step into a true 2IC role in Customer Support at a pivotal moment for the business.

You will have:

• Clear ownership of complex customer outcomes
• Direct access to senior leaders and decision-makers
• The ability to materially improve customer trust, safety and product quality
• A pathway into broader CX or support leadership roles as the company scales

If you are motivated by solving hard problems, protecting customers, and building systems that scale with integrity, we would love to hear from you.